You talking to me?

Posted by Drew at 9:45 am

Yes we are, and some of you more often than others.

We wanted to find out how we can improve our communications to our members and to see what things we’re doing well (and in some case not so well). So with the chance to win an iPod shuffle as an incentive we sent an online survey to 35,000 members and asked for their feedback. Nearly 1,500 responses later, we have a pretty good idea of how we’ve been doing!

The results revealed many interesting, insightful and in some case humorous responses. After much analysis, 10 clear messages became clear:

1. Across all communications 85% of members think the frequency of emailing is “About right”
2. Emails where thought to be clear, very well written, and humorous by the vast majority that commented on them. A few members commented that in some instances less words would be better and instead a link to the site for more details.
3. Lenders and borrowers would both like to receive account details by email.
4. 70% of members would like to receive appropriate special offers from Zopa’s partners.
5. Members would overwhelmingly choose not to be contacted with appropriate communications by text message (91%).
6. Certain alerts were sent too often and found irritating.
7. There is no flexibility around what type of communications members can elect to receive (all or nothing)
8. Some communications can be repetitive.
9. Some communications can be repetitive (sorry!)
10. Lenders would like advice on how to get better returns from Zopa
11. Lenders want us to make it easier!

The Zopa team are looking into these individually and actions into each of them are being taken where necessary.

Finally, we thought it only fair to share the some of the contrasting thoughts of our members

“Definitely send texts”
vs.
“Don’t use text messages. Don’t even THINK about it. I will leave; instantly.”

“They are clearly written, easy to understand, helpful, and informative”
vs.
“Employ a graduate with a better command of english grammar, syntax and sentence construction.”
(While we’re on the subject English should have a capital “E”)

It seems we can’t please everyone all the time, but we’ll certainly keep trying to!

This entry was posted on Friday, April 27th, 2007 at 9:45 am and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.